Leading change in difficult environments

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“You appear dangerous to people when you question their values, beliefs, or habits of a lifetime. You place yourself on the line when you tell people what they need to hear rather than what they want to hear. Although you may see with clarity and passion a promising future of progress and gain, people will see with equal passion the losses you are asking them to sustain.”
― Martin Linsky, Leadership on the Line: Staying Alive Through the Dangers of Leading

 

It's been almost 15 years since I first read this book.  It is one of the handful of books that I continually go back to when I think about leadership situations and leadership dilemmas.  I hope that you will be able to read it at some point.

Now more than ever, I believe that this quote stands out to me in so many ways.  It symbolizes experiences that I have had through the years, and I was too naïve to realize it.  I wanted to change the world.  I wanted to leave the proverbial woodpile higher than I found it.  I was asleep to the games that were being played behind the scenes that were completely counter to my desire to “make the world a better place”.  It was sometimes just simple malice and desire for me to fail.  On the other hand, it was simply that I was not seeing the reality of the values, beliefs, mores, habits, etc. of those around me that were so engrained in “traditions” that complicated my ability to lead change.  Regardless of the intent, the result is the same, people will dig their heels in and adamantly oppose your “great idea” unless you are able to help them understand that they are not losing anything in the process.  It’s not personal, or it should not be.  It is a difficult waltz, but I have been able to be successful in doing it.  Also, I have failed miserably at it.  I want to share some strategies for navigating these struggles regardless of the outcome.

First, understand why you are doing what you are doing and walk back from there.  During a recent job search, I came across the values of one company.  One of their principles focused on the desire to focus on the customer at all times.  This one should be the intent of every organization that seeks to serve or offer products to customers.  However, we sometimes miss the mark.  Are we truly obsessed with how those we serve are doing?  Are we focused on numbers, the competition, the bottom line, or are we truly committed to earning the trust of those that we should be serving?  You need to ask yourself this one each day.  You must understand why you do what you do and demonstrate the passion that you had the first day of work each day thereafter.  That mindset should always be your True North (a topic for another day, if you have not heard of it).  If you have this down, all other things will fall into place.  Now that you have your internal bearings in place, let’s focus on the external, specifically the topic at hand – opposing constituents. 

One of the more difficult things that I was challenged with through my career was confronting difficult situations, especially when it came to people in roles of authority.  Due to my upbringing, you did not question authority…for any reason.  That is unfortunate that my worldview was framed in that way because there are ways to do it in a respectful manner which was the underlying reason why I was not allowed to question authority.  It was just a little extreme.  This strategy applies to working with peers and other constituents.  Here are four strategies for making that happen.

1.    You must engage in “courageous conversations” that have the potential to change things.  As a young professional, I missed so many opportunities to communicate with my colleagues as I attempted to commit to the notion of improving outcomes for those that we were serving.  No matter how great your idea may be, collaboration is almost always needed to achieve the change that you desire to achieve.  I avoided it like the plague early in my career because I didn’t want to create problems or conflict.  Also, there was the fear of questioning those who were in authority.  These fears caused me to operate unilaterally too often, and sometimes we arrived at the goal (and sometimes we didn’t), but it took a while because hypothetically speaking, rather than going from Sweet Water, AL, to Tuscaloosa directly (a mere 96 mile drive), I ended up having to go to Tampa, San Francisco, San Antonio, and so many other destinations rather than just making the direct path to the goal. That analogy gives you a sense of what happens when you don’t deal with situations directly.  You don’t get the right people engaged to move the situation forward. A good friend used to refer to these as courageous conversations because it took courage to confront the elephant in the room.  You are not being disrespectful.  You are engaging in collaboration and the early stages of planning and implementation.  This is not about you, but it is about us and those that we serve.

2.    “You can catch more flies with honey than you do with vinegar.”  Once you have gotten yourself together and you are ready to have that conversation with the other individual/group, it is important that you approach it in such a manner that is respectful and amenable.  There is a reason that in terms of diplomacy, diplomats start off with talks, in most cases, before just sending in the tanks and the military.  Start off with the why which should always begin with that passion for serving and making the experience of those that you serve as positive as possible.  In most cases, all can agree to that foundational goal.  From there, provide your perspective on what you are seeing and present the proposed new direction/idea.  Allowing the other party to share their perspective on where things are, where they think that things should go, and their perspectives on your thoughts and plans are a necessary and important part of this. I would even offer that you allow them to lead with their thoughts on the two former topics just to get the conversation started.  That form of respect goes along way, but it must be sincere.

3.    One thing that irritates me more than anything is when I am speaking to someone, and they are not listening to me.  Either they are busy doing other things while you are talking, or they are thinking about how to respond to the things that you are attempting to articulate before you even finish.  These mindsets severely inhibit communication and collaboration, right?!?  It demonstrates a lack of sincerity and genuineness.  Well, don’t be that guy/gal.  Don’t be so focused on knowing all the answers or digging in your heels on your position that you are unable to listen to new ideas and concepts.  Obviously, you can’t control others, but you can control yourself.  Listen intently, be respectful of what is being said, and more than anything, gain a sense of the sensitive topics.  Understand what the other party is feeling like they are “losing” in this scenario because that is the potential deal breaker.  Even ask them what they would need to be able to move forward considering their perception of losing something in this process.  You probably should not use the term “lose”, but you should focus on acknowledging their feelings and concerns in a sincere manner. Note that this negotiation is something that is not instantaneous in most cases.  It takes time.  Stay at the table, continue to be respectful, and more than anything, keep the lines of communication open.

4.    Remember that this is bigger than you, which takes you back to the customer obsession mindset.  Make sure that you remember why you do what you do and that you remind yourself and others of that goal throughout the conversation.  In most cases, most can agree to this common goal.  This keeps you all on the same page as you maneuver through difficult conversations, planning, and the implementation of change. 

Many of you have engaged in this and have been successful in doing so.  Some of you are new/young professionals, where you have not had an opportunity to engage in situations like this. Regardless of your situation or the context, the principles are the same.  You all are in this space to make a difference.  You must embrace the variables as a team to successfully move the needle in a positive direction.  These thoughts are not the end all be all, but I hope that they offer some healthy guidelines for moving forward.  Finally, I wish you well as you engage in these courageous conversations in “dangerous situations” where people may feel threatened because you are challenging their ideas, beliefs, values, and mores.  Leadership is dangerous, and as Heifetz and Linsky state in their book, there are ways to navigate these difficult waters and be successful.